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Publications by category


Journal articles

Smart PA, Maddern H, Maull RS (2009). Understanding Business Process Management: Implications for Theory and Practice. British Journal of Management, 20(4), 491-507. Full text.
kumar V, smart PA, Maddern H, Maull RS (2008). Alternative Perspectives on Service Quality and Customer Satisfaction: the Role of BPM. International Journal of Service Industry Management, 19(2), 176-187.
Maddern H, Maull RS, Smart PA, Baker P (2007). Customer satisfaction and service quality in UK financial services. International Journal of Operations & Production Management, 27(9-10), 998-1019. Abstract.
Maddern H, Maull RS, Smart A, Baker P (2007). Satisfaction and Service Quality in UK Financial Services. International Journal of Operations and Production Management, 27(9), 999-1019.

Conferences

Maddern H, Smart PA (2009). Implementing Business Process Management: implications for the transformation model. European Operations Management Conference. Gothenburg, Sweden.
Kumar V, Smart PA, Maddern H, Maull RS (2008). Alternative perspectives on service quality and customer satisfaction: the role of BPM. 10th International Research Symposium on Service Excellence in Management (QUIS 10). Orlando, FL. 14th - 17th Jun 2007. Abstract.
Kumar V, Maddern H, Smart PA, Maull RS, Tiwari MK (2006). Analysing the drivers of customer satisfaction using structural equation modelling. 10th Annual conference of the Society of Operations Management. 21st - 23rd Dec 2006.
Kumar V, Maddern H, Smart PA (2006). Analysing the role of BPM in driving customer satisfaction. QUIS.  Full text.
Smart PA, Maddern H, Maull RS (2006). Business Process Management (BPM): the missing link in the service profit chain. Production Operations Management Society - College of Service Operations. Monterey, California, USA.
Maddern H, Smart PA, Spilsbury C, Maull RS (2005). BPM as an enabler for Six Sigma. European Operations Management Conference. Glasgow, UK.
Maddern H, Maull RS, Smart PA, Spilsbury C (2005). Business Process Management As an Enabler for Six Sigma: Evidence from UK Financial Services. Operations and Global Competiveness.
Maddern H, Maull RS, Smart PA (2004). Understanding Business process management: Evidence from UK Financial Services. 11th International Annual EurOMA conference. INSEAD, Fontainebleau, France. 27th - 29th Jun 2004.
Maddern H, Maull RS (2003). "Second Generation" Process Thinking: a Case Study from the UK Financial Services Sector. British Academy of Management Conference.  Full text.

Publications by year



2009

Maddern H, Smart PA (2009). Implementing Business Process Management: implications for the transformation model. European Operations Management Conference. Gothenburg, Sweden.
Smart PA, Maddern H, Maull RS (2009). Understanding Business Process Management: Implications for Theory and Practice. British Journal of Management, 20(4), 491-507. Full text.

2008

kumar V, smart PA, Maddern H, Maull RS (2008). Alternative Perspectives on Service Quality and Customer Satisfaction: the Role of BPM. International Journal of Service Industry Management, 19(2), 176-187.
Kumar V, Smart PA, Maddern H, Maull RS (2008). Alternative perspectives on service quality and customer satisfaction: the role of BPM. 10th International Research Symposium on Service Excellence in Management (QUIS 10). Orlando, FL. 14th - 17th Jun 2007. Abstract.

2007

Maddern H, Maull RS, Smart PA, Baker P (2007). Customer satisfaction and service quality in UK financial services. International Journal of Operations & Production Management, 27(9-10), 998-1019. Abstract.
Maddern H, Maull RS, Smart A, Baker P (2007). Satisfaction and Service Quality in UK Financial Services. International Journal of Operations and Production Management, 27(9), 999-1019.

2006

Kumar V, Maddern H, Smart PA, Maull RS, Tiwari MK (2006). Analysing the drivers of customer satisfaction using structural equation modelling. 10th Annual conference of the Society of Operations Management. 21st - 23rd Dec 2006.
Kumar V, Maddern H, Smart PA (2006). Analysing the role of BPM in driving customer satisfaction. QUIS.  Full text.
Smart PA, Maddern H, Maull RS (2006). Business Process Management (BPM): the missing link in the service profit chain. Production Operations Management Society - College of Service Operations. Monterey, California, USA.

2005

Maddern H, Smart PA, Spilsbury C, Maull RS (2005). BPM as an enabler for Six Sigma. European Operations Management Conference. Glasgow, UK.
Maddern H, Maull RS, Smart PA, Spilsbury C (2005). Business Process Management As an Enabler for Six Sigma: Evidence from UK Financial Services. Operations and Global Competiveness.

2004

Maddern H, Maull RS, Smart PA (2004). Understanding Business process management: Evidence from UK Financial Services. 11th International Annual EurOMA conference. INSEAD, Fontainebleau, France. 27th - 29th Jun 2004.

2003

Maddern H, Maull RS (2003). "Second Generation" Process Thinking: a Case Study from the UK Financial Services Sector. British Academy of Management Conference.  Full text.

Details as at 2016-09-17 19:18:02